AccountId: 011433970860
ContactId: 880d8493-9058-4576-ab63-28ad04cb97d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116739 ms
Total Talk Time (AGENT): 57672 ms
Total Talk Time (CUSTOMER): 57701 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/880d8493-9058-4576-ab63-28ad04cb97d7_20250221T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling from the provider's office, uh, to get benefits for a patient, please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the policy number I have is 02518811.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] So this is a specialist office and uh the patient has to do um a hearing test. Uh, so I would like to know if it covers any, any uh procedures or any testing done in the office.
[AGENT][NEUTRAL] The actual office visit would not be covered. Any procedures in the office fall under the outpatient per calendar day max of $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what is uh for like a testing like a hearing test or allergy test, it will not be covered.
[AGENT][NEUTRAL] That falls under the outpatient per calendar date, 300. The office visit itself is the only one that's not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Alrighty, um, can you provide me with a reference number please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.